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Equilibrium

Designed for high-volume support centers, the equilibrium feature automatically distributes incidents within a team to the next available support rep.

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Prioritize Tickets Automatically

In addition to helping your support organization balace
the load of support requests across technicians and teams, Equilibrium also helps prioritize support requests.

Once they resolve one incident, support reps simply press
the "Get Next" button above their queue. The ticket that has been in queue the longest will be assigned to them.

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Impact Key Metrics Easily with Equilibrium

Administrators can enable Equilibrium for any queue.
With its Team feature, Bomgar already enables support administrators to route requests to the team most likely to resolve incoming incidents. Equilibrium adds another layer of efficiency by enhancing routing within queues.

A few simple controls within the Bomgar administrative interface allow managers to enable Equilibrium per queue -- whether the general queue, Team queues or Embassy
queues.

Once Equilibrium is enabled, support technicians will reduce hold times and improve incident handling times simply by pressing the "Get Next" button.

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Centralized, Flexible Support Automation

With Equilibrium, administrators can determine how long
support representatives have to accept or reject the support requests assigned to them.

If a technician is busy, Equilibrium will reassign rejected or timed-out sessions to the next least busy representative.

If a session cycles through all available representatives for the queue and is not accepted, it will remain in queue until someone manually accepts or transfers it.

Equilibrium knows if a support technician has locked her computer, has multiple sessions opened already, or has been idled of her computer. It will only assign support requests to the least busy available representative.

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